IT Service Manager: AI-First ITSM Leader

Hufriedygroup; Northbrook (IL); On-site; USD 125,000 - 140,000; Full time

Job summary

HuFriedyGroup in Northbrook, IL is seeking an IT Service Manager to lead the ITSM program and drive modernization. You will build and mature ITSM processes, manage a cross-site team, and ensure service delivery aligns with business goals.

The role emphasizes automation, AI-assisted triage, and strong stakeholder engagement to deliver reliable, scalable IT services that support global operations.

Qualifications

• Bachelor’s degree in IT, CS, or related field (or equivalent experience).
• Hands-on ITSM experience building or maturing ITSM from a low baseline.
• Experience selecting and implementing ITSM/ticketing platforms like ServiceNow or Jira.

Responsibilities

• Lead, coach, and develop a distributed team of IT Service Specialists.
• Standardize processes and service levels across locations while honoring local needs.
• Design and stand up core ITSM processes from scratch and replace email inbox model.
• Define SLAs/OLAs and clear escalation paths for reliable resolution.
• Champion automation and AI-first modernization across IT service delivery.

Education

Bachelor’s degree in Information Technology, Computer Science, or a related field or equivalent related experience

Tools

ServiceNow

Jira Service Management

Freshservice

Job description

HuFriedyGroup in Northbrook, IL is seeking an IT Service Manager to lead the ITSM program and drive modernization. You will build and mature ITSM processes, manage a cross-site team, and ensure service delivery aligns with business goals.

The role emphasizes automation, AI-assisted triage, and strong stakeholder engagement to deliver reliable, scalable IT services that support global operations.